Head of Advisor Experience, Highland Capital Brokerage

Summary

The Head of Advisor Experience is a strategic leadership role responsible for defining and executing the vision for advisor-facing and customer-facing digital capabilities.

Responsibilities

• Digital Strategy, Sales Alignment & Experience
  • Define and lead the enterprise digital experience strategy across advisor and customer touchpoints
  • Own the advisor platform vision and roadmap, aligned to sales growth and distribution strategy
  • Partner with Sales Leadership to drive advisor adoption, productivity, and revenue generation
  • Continuously improve the end-to-end experience with a focus on ease, speed, and transparency
  • Champion a customer-first and advisor-first mindset across all digital initiatives
  • Establish feedback loops with the field to align platform capabilities with advisor needs
• Innovation & Transformation
  • Lead strategy, prioritization, and adoption of AI and automation across the business
  • Identify opportunities to improve case management efficiency, service delivery, and advisor insights
  • Partner with Data and Technology teams to embed intelligent workflows, predictive analytics, and automation
  • Serve as a thought leader on emerging technologies within insurance distribution
• Voice of Customer & Advisor
  • Build and lead Voice of Customer (VOC) and/or Voice of Advisor (VOA) programs
  • Translate feedback into prioritized roadmap enhancements
  • Partner with Sales, Sales Support, and Operations to identify friction points across the lifecycle
  • Leverage data and analytics to drive behavioral insights, adoption, and conversion improvements
  • Ensure feedback is embedded into product development and experience design
• Platform & Vendor Management
  • Oversee relationships with digital platform and technology vendors
  • Optimize the vendor ecosystem for scalability, performance, and cost efficiency
  • Partner with Data and Technology on vendor selection, contracts, and performance
• Cross-Functional Execution
  • Partners across functions to deliver digital initiatives
  • Align digital priorities with Operations, Sales, and Sales Support in partnership with Data and IT
  • Ensure integration between front-end advisor tools and back-end systems
  • Lead cross-functional programs focused on process improvement and digital enablement
• Operational Efficiency & Scalability
  • Improve cycle times, case throughput, and advisor responsiveness through digital solutions
  • Identify and eliminate workflow friction using technology and process redesign
  • Support transition to a scalable brokerage model through modern digital capabilities

Basic Requirements

• 12+ years in digital strategy, product, or technology leadership (financial services, insurance, or fintech preferred)
• Proven success leading enterprise digital transformation initiatives
• Experience with advisor platforms, CRM systems, or distribution technology
• Strong track record driving AI, automation, or advanced analytics initiatives
• Experience managing third-party vendors and strategic partnerships
• Ability to operate effectively in a cross-functional, matrixed environment
• Industry designations (FLMI, CLU, ChFC, or similar)

Preferred Requirements

• Life & Health insurance license
• Experience with CRM implementations (Salesforce preferred) and workflow modernization
• Strong data analytics and reporting expertise
• Proven success improving advisor experience and scaling service models

Pay

$150,000 - $200,000 per year + Sales Incentive Compensation

Schedule

Full time